FAQs

● Singapore: 2 to 5 business days
● USA & Canada: 7 to 14 business days
● Europe: 7 to 14 business days
● Australia: 6 to 10 business days
● International: 10 to 20 business days

[Covid-19] Our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

Hence, please add an additional 5 to 10 business days for all shipments.

2. How do I track my order?

You'll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us an email at info@neuhabitat.com

3. What's your return and refund policy?

Change-of-mind returns (Singapore orders): Local customers have 7 days after receiving an item to request a return. Items must be in the same condition as received, unworn or unused, with tags and in their original packaging. A receipt or proof of purchase is required. A restocking fee of 20% of the sale price applies to items returned in good condition. Email info@neuhabitat.com to request a return before sending anything back. If accepted, we will provide a return shipping label and instructions. Returns sent without first requesting a return will not be accepted.

Eligibility and international orders: The exceptions in our Refund Policy apply, including non-returnable custom products, sale items and gift cards. International orders are final sale, with no change-of-mind returns or exchanges.

Damaged, defective or incorrect items: This is separate from a change-of-mind return. Inspect your order on receipt and contact info@neuhabitat.com immediately with photos of the item and package, your order number and relevant details so we can evaluate the issue and make it right. For international orders damaged in transit or containing the wrong items, our policy provides a refund or replacement with no return shipping required.

Refunds: We will notify you after receiving and inspecting your return whether your refund is approved. Approved refunds are issued to your original payment method; your bank or card provider may take additional time to process them. Please see the full Refund Policy for details.

4. Can I exchange an item for a different size/color?

At this time, I don't offer exchanges. If you're unsure which size/color would suit you, check out the photos that are in the listing images — there's one for every item listed on the store where applicable.

5. Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

6. My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with me, please help me out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
● If you are living in an apartment, check the riser.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor's or in the riser, get in touch with us at info@neuhabitat.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but new production and shipping will be at your own cost.

7. I received a wrong/damaged product, what should I do?